Helpdesk Operations Manager

4 weeks ago

Bengaluru, Karnataka, India JLL Full time
About the Role

JLL is seeking a highly skilled and experienced Helpdesk Lead to join our team. As a key member of our support operations, you will be responsible for managing the day-to-day activities of our helpdesk, ensuring seamless support to our clients' Real Estate infrastructure across multiple locations.

Key Responsibilities
  • Lead and manage a team of helpdesk professionals, setting clear performance objectives and providing ongoing coaching and feedback.
  • Act as the primary point of contact for clients regarding all Facilities related issues, inquiries, and escalations, ensuring timely and efficient resolutions.
  • Monitor and maintain service level agreements (SLAs) and key performance indicators (KPIs), ensuring that all service requests and incidents are appropriately prioritized, tracked, and resolved in a timely manner.
  • Continuously analyze helpdesk performance metrics and identify areas for improvement, implementing necessary changes to enhance service quality and efficiency.
  • Foster strong and collaborative relationships with internal teams, including infrastructure, applications, and security teams, to facilitate the smooth delivery of IT services to clients.
  • Ensure compliance with IT policies, procedures, and standards, as well as adherence to security protocols and regulatory requirements.
  • Develop and maintain helpdesk documentation, including standard operating procedures, knowledge base articles, and user guides to support efficient issue resolution and end-user self-help.
Requirements
  • Proven experience in managing client relationships and multi-location support operations.
  • Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team.
  • Strong analytical and problem-solving capabilities, with a commitment to providing exceptional customer service.
  • Familiarity with ticketing systems and helpdesk software.
  • Excellent verbal and written communication skills. Ability to work effectively in a fast-paced, dynamic environment.
About JLL

JLL is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

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